Report on Quality Management

Added on -2020-07-22

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QUALITYMANAGEMENT
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Quality in terms of business and services provision.............................................................11.2 Inspection and assurance used in the quality management provided with life time inStarbucks.....................................................................................................................................21.3 Range of approaches to quality management........................................................................31.4 Similarities and differences in methods adopted and implemented by Starbucks................4TASK 2............................................................................................................................................52.1 Definition of Customer satisfaction.....................................................................................52.2 Continuous improvement in Quality Management...............................................................52.3 Types of added values gained through operation in Starbucks.............................................62.4 Information available to customers and importance to effective marketing. .......................7TASK 3............................................................................................................................................83.1 Measurement of quality in the Starbucks. ............................................................................83.2 Customer needs for the organisation. ...................................................................................93.3 Methods of consultation and need of encouragement to the employees...............................93.4 Value of complaints procedures and how it is used to improve the quality of Starbucks....9TASK 4..........................................................................................................................................10CONCLUSION..............................................................................................................................10REFERENCES..............................................................................................................................11
Illustration IndexIllustration 1: Quality inspection.....................................................................................................6Illustration 2: Continuous improvement .........................................................................................9Illustration 3: Value Added gain in Starbucks...............................................................................10
INTRODUCTIONTo have successful business every firm needs to be effective and efficient in terms ofquality. Every organization and their organizational sector consist of the quality factors whichare governed by the quality department (Sallis, 2014). Many firms spend millions to provide thebest quality product to their customers. It is required to achieve and maintain excellence,sustainability and provide competitive environment to the competitors. Through this organizationcan ensure their goods and services in consistent form. Such aspects helps the business to run inmore systematic and transparent ways. Following report consist details about the qualitymanagement in the Starbucks which was started in the year 1998. The company is famous for itscoffee, food, hygiene, services and other benefits which are provided to the customers. I amhired as the Quality manager in the company to improve various aspects of quality managementfor achieving success in market. For this purpose various approach of quality management areevaluated. After this benefits of quality management in the organization is discussed anddescribed. It contains the details regarding the customer satisfaction, values gained in theoperations of the firm. Moreover, it report contains the details about importance of the qualitycontrol and customer services for the mentioned organisation (Goetsch and Davis 2014 ). At last,methods are suggested to improve the performance and service quality of the Starbucks productand services. TASK 11.1 Quality in terms of business and services provision.Quality of goods and services can be based on various aspects such as consistency,perfection, delivery time, customer feedback and their satisfaction, usability and limited waste.In the business organization. According to Hazen. and et.al. (2014), quality in the business canbe based on certain aspects which are production, checking, quality control, management andassurance. Another definition of given by Jiménez-Jiménez and et.al.(2015) that quality is thegoods and services provided to the customers and for which they must be willing to pay. Servicequality is based on various aspects which are provided during the services. It can be based onperformance, luxury, consistency, communication, ethics, knowledge, patience, interactions,actions and customer feedbacks. This are measured in terms of competitiveness as perceivedexpectations (E) from performance (P). For example, in business sector, manufacturing process

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